Expansion of Now Assist into industry solutions
for telecom, media, and technology, financial services, the public
sector, and more allows organizations to recognize the value of
GenAI, fast
Now Assist for Banking integrates with
ServiceNow Disputes Management, Built with Visa, to help drive
productivity and boost customer loyalty
New Retail Operations and Retail Service
Management solutions unify a retailer’s ecosystem to deliver
consistent experiences across every channel, and in the store
ServiceNow (NYSE: NOW), the AI platform for business
transformation, today announced new AI-powered, purpose-built
industry solutions in its Now Platform Xanadu release. The
expansion of Now Assist into industry solutions for telecom, media,
and technology, financial services, the public sector, and more
allows organizations to recognize the value of GenAI, fast. For
example, Now Assist for Banking integrates with ServiceNow Disputes
Management, Built with Visa, to help drive productivity and boost
customer loyalty through GenAI-powered dispute resolution. In
addition, ServiceNow launched new Retail Operations and Retail
Service Management solutions to unify a retailer’s ecosystem—its
store associates, store leadership, customers, headquarters
employees, and field technicians—to deliver consistent and
connected experiences across every channel, and in the store.
This press release features multimedia. View
the full release here:
https://www.businesswire.com/news/home/20240910284599/en/
ServiceNow infuses AI into purpose-built
industry solutions (Graphic: Business Wire)
ServiceNow is meeting the demand for purpose-built solutions
with its single platform and industry-specific data models,
transforming customer service and experiences for organizations
such as BT, Sunoco, Ignyte, and Blackhawk Network.
“The era of ‘one-size-fits-all' is over. Organizations today
demand solutions designed to meet the distinct digital
transformation needs of their business,” said Blake McConnell,
senior vice president and general manager of Industry Products at
ServiceNow. “ServiceNow is partnering with customers across
industries to build solutions that can quickly and effectively help
solve their specific challenges, all enabled by the AI-powered Now
Platform. By focusing our capabilities on chronic industry issues,
customers can see faster time to value and greater impact from
their investments.”
“By strategically implementing GenAI across core areas,
organizations across industries can unlock new levels of
productivity, efficiency, and customer satisfaction, driving
sustainable growth," said Ritu Jyoti, group vice president and
general manager at IDC. "ServiceNow's integration of GenAI into its
industry solutions shows the company's commitment to
customer-centric innovation.”
Harnessing the power of Now Assist across industries
According to the ServiceNow Customer Experience Trend Report,
77% of leaders across industries either have or are planning to
deploy GenAI to improve customer service operations, helping reduce
costs, case volume, resolution times, and customer effort. This
comes at a critical time when poor customer service can be the
difference between lost and loyal customers. According to the
research, nearly 70% of customers say they’re likely to switch
brands based on a poor customer service experience.
The expansion of Now Assist into ServiceNow’s industry offerings
brings the Now Platform’s leading GenAI capabilities to telecom,
media, and technology, financial services, public sector
organizations, and more to power better experiences for customers
and agents alike:
- Now Assist for Telecom, Media, and Technology (TMT)
includes new capabilities in the Xanadu release that help agents
quickly understand service problems and resolve issues fast with
GenAI, contributing to a better overall customer experience.
Customer service issues in the telecom industry can be costly and
cause a myriad of issues including customer churn, reputational
damage, and lost productivity. Now Assist for TMT use cases address
these challenges head on. Service problem and test summarization
use GenAI to create easy-to-read summaries of technical issues and
test results, facilitating faster handoffs and diagnoses to help
agents quickly solve customer issues. Resolution note summarization
helps save time by creating clear, concise resolution summaries
that keep customers informed and aid future cases.
- Now Assist for Financial Services Operations (FSO)
provides banks and insurers with critical GenAI capabilities to
boost agent productivity and improve customer experiences.
- Now Assist for Banking delivers GenAI-powered solutions
for onboarding, service, and operations. The Xanadu release
includes dispute summarization, integrated with ServiceNow Disputes
Management, Built with Visa, which provides agents with concise
summaries for complex card dispute cases so they can quickly action
and resolve disputes, speeding card service resumption and boosting
customer loyalty.
- Now Assist for Insurance helps insurers improve customer
experiences and loyalty with GenAI-powered claims resolution and
servicing. Claims summarization uses GenAI to equip agents with
case context in a concise, digestible format. This improves
response times, minimizes the need to ask customers repeat
questions, and reduces mistakes across the various teams handling a
claim through transparent and consistent data.
- Now Assist for Public Sector Digital Services (PSDS)
helps everyone involved in fulfilling a service request quickly
understand and get up to speed on complex cases related to critical
government services, such as providing nutrition assistance,
housing, transportation, and medical care. With Now Assist for
PSDS, government employees working on a case can access relevant
case history through AI-generated case summaries and start making
informed decisions on how to proceed. This means constituents and
businesses can get the support and assistance they need in a timely
manner.
These updates build on ServiceNow’s commitment to delivering
GenAI capabilities that are purpose-built to help solve unique
industry needs. Earlier this year, ServiceNow announced Now Assist
for Government Community Cloud (GCC), which is now generally
available and helps government agencies better serve the public
while maintaining high security and compliance standards.
ServiceNow also recently launched Now Assist for Telecommunications
Service Management (TSM) to boost agent productivity, speed
time-to-resolution, and enhance customer experiences.
Expanding the Now Platform into retail to enable connected,
efficient experiences
Despite the increasing influence of e-commerce, 72% of total
U.S. retail sales are projected to happen in physical stores by
20281, making the in-store experience essential. However, frontline
associates and managers spend a significant amount of time on
non-customer related issues. They’re bogged down by manual tools
and siloed operations, leading to excessive time spent logging
information into old systems and less time selling on the store
floor.
Retail Operations and Retail Service Management are new
solutions available in the Xanadu release that unify a retailer’s
ecosystem—its store associates, store leadership, customers,
headquarters employees, and field technicians—to deliver consistent
and connected experiences across every channel, as well as in the
store.
- Retail Operations empowers frontline managers and store
associates to seamlessly handle day-to-day in-store tasks, like
reporting a broken POS system or performing daily store-open and
-close checks, by leveraging AI and automation to improve
self-service. Associates can request help, view the status of
requests, and complete tasks quickly from one easy-to-use
interface, freeing up their time to serve customers. Field
technicians can service support requests through seamless
integration between Retail Operations and Field Service Management.
Managers can assign tasks and access clear, up-to-date information
on store performance and trends, with data shared across all levels
of leadership to make smarter decisions.
- Retail Service Management brings ServiceNow Customer
Service Management capabilities to retailers, allowing customers to
easily submit requests in-store and online while enabling
headquarters teams to resolve both customer and store support
issues from a single system.
Built on the Now Platform, Retail Operations and Retail Service
Management enable two-way communication and visibility between
stores and company headquarters, helping enhance staff
productivity, reduce costs, and improve customer experiences.
What our customers and partners are saying:
Sunoco
“Sunoco is steadfast in its commitment to innovation and serving
local communities. To do this successfully, we need technology
partners that can help us boost productivity, lower spend, and
improve customer experiences,” said Jen Holman, director of
strategic sourcing & capital planning at Sunoco. “The newly
released Retail Operations solution will help us modernize our
repair and maintenance operations, enabling us to streamline
appointments to reduce spend, optimize processes to reduce
friction, and free up our employees to focus more on helping
customers. We’re thrilled to see how we can continue to partner
with ServiceNow to drive employee and customer satisfaction.”
Ignyte
“Now Assist for PSDS and our partnership with ServiceNow has
changed the way we deliver government services at Ignyte,” said
Jason Stanis, chief technical officer at Ignyte. “Through
summarization, our playbooks reflect the most relevant aspects of
each case, ensuring that anyone working on it—regardless of when or
where they entered the process—can instantly access the necessary
history and status. This has been crucial for making informed
decisions and ensuring prompt, appropriate service delivery to our
clients. The seamless collaboration among multiple agencies and
personnel, enabled by Now Assist for PSDS, demonstrates our
commitment to excellent public service.”
BT Group
“At BT Group, we're on a digital transformation journey to drive
savings, efficiency, and improve experiences for customers and
agents alike,” said Hena Jalil, managing director, business chief
information officer at BT Group. “This includes partnering with
ServiceNow to improve service management and trialing GenAI to
transform customer experiences. We’re already seeing the results.
In our Now Assist pilots, we’ve found that agents can understand
and summarize complex cases faster than ever, boosting productivity
and reducing the time to serve.”
Blackhawk Network
“At Blackhawk Network, efficient and accurate case handling is
central to our success as a financial services organization,” said
James Moreno, manager of cardholder disputes and negative balance
management at Blackhawk Network. “By leveraging Visa and Mastercard
integrations and disputes eligibility rules available with FSO, we
hope to increase the speed and precision of how we handle complex
cases, such as gift card and incentive card disputes, for increased
customer satisfaction and improved employee effectiveness. We also
look forward to the AI-driven summarization features with Now
Assist for FSO that will further help streamline our workflows and
reduce processing time and errors. We’re proud to leverage
innovative technology to set new industry standards and better
deliver for our customers.”
Availability
- Retail Operations and Retail Service Management are generally
available to all customers in the ServiceNow Store today.
- Now Assist for TMT, Now Assist for FSO, and Now Assist for PSDS
are available to all customers in the ServiceNow Store today.
- Now Assist is generally available in ServiceNow's US Government
Community Cloud (GCC).
Additional Information
- Read about additional news from ServiceNow today:
- ServiceNow bolstered its Now Assist GenAI portfolio and added
new AI innovations to enhance productivity and employee
collaboration.
- ServiceNow announced its vision to integrate Agentic AI into
the ServiceNow platform to power 24/7 productivity at massive scale
with AI agents.
- ServiceNow unveiled new data enhancement capabilities to unlock
value with ultra-scale and performance.
- ServiceNow released additional capabilities designed to boost
collaboration and efficiency for developers, IT teams, and
employees.
About ServiceNow
ServiceNow (NYSE: NOW) is putting AI to work for people. We move
with the pace of innovation to help customers transform
organizations across every industry while upholding a trustworthy,
human centered approach to deploying our products and services at
scale. Our AI platform for business transformation connects people,
processes, data, and devices to increase productivity and maximize
business outcomes. For more information, visit:
www.servicenow.com.
Forward Looking Statements
This press release contains “forward looking statements” about
the expectations, beliefs, plans, and intentions relating to its
innovations announced with the Now Platform Xanadu release. Such
statements include statements regarding future product capabilities
and offerings and expected benefits to ServiceNow. Forward-looking
statements are subject to known and unknown risks and uncertainties
and are based on potentially inaccurate assumptions that could
cause actual results to differ materially from those expected or
implied by the forward-looking statements. If any such risks or
uncertainties materialize or if any of the assumptions prove
incorrect, ServiceNow’s results could differ materially from the
results expressed or implied by the forward-looking statements
made. ServiceNow undertakes no obligation, and does not intend, to
update the forward-looking statements. Factors that may cause
actual results to differ materially from those in any
forward-looking statements include: (i) delays and unexpected
difficulties and expenses in executing the product capabilities and
offerings, (ii) changes in the regulatory landscape related to AI
and (iii) uncertainty as to whether sales will justify the
investments in the product capabilities and offerings. Further
information on factors that could affect ServiceNow’s financial and
other results is included in the filings ServiceNow makes with the
Securities and Exchange Commission from time to time.
© 2024 ServiceNow, Inc. All rights reserved. ServiceNow, the
ServiceNow logo, Now, and other ServiceNow marks are trademarks
and/or registered trademarks of ServiceNow, Inc. in the United
States and/or other countries. Other company names, product names,
and logos may be trademarks of the respective companies with which
they are associated.
1 Forrester, The Future of the Digital Store, October 24
2023
View source
version on businesswire.com: https://www.businesswire.com/news/home/20240910284599/en/
Theresa Ianni 216-544-681 press@servicenow.com
ServiceNow (NYSE:NOW)
過去 株価チャート
から 10 2024 まで 11 2024
ServiceNow (NYSE:NOW)
過去 株価チャート
から 11 2023 まで 11 2024
